Determinants of Quality of Banking Services

Due to big competition on the market of financial services in Poland, banks’ offers have become very similar. Therefore, one of the more significant determinants of activity of a given bank is the level of quality of services provided by them. As it is difficult to define and to measure quality, identification of the attributes of quality of banking service is of crucial importance. The paper is devoted to this question. On the basis of studies carried out in 1999 among the participants of the market (managers of banks as well as individual and institutional customers) the author determined the hierarchy of significance of the determinants of quality of banking services. The results obtained made it possible to define the gap between the evaluation of quality attributes made by banks’ companies’ management and expectations of individual and institutional customers.